Build a 6-Metric SLA Scorecard
Build a balanced SLA scorecard with outcome, reliability, responsiveness, quality, risk, and improvement metrics.
The managed IT vendor reports too many technical metrics and misses the business-impact view that leaders need. Six-metric SLA scorecard: outcome, reliability, response, resolution/quality, risk, improvement Common trap: accepting the vendor's default dashboard because it is available, even when it does not show the business exposure you need to manage. Before 28 metrics: CPU utilization, storage alerts, ticket counts, patch attempts, generic uptime, average response, and long tables of green numbers. After 6 metrics: branch trading availability, P1 acknowledgement, P1 restoration, repeat incident rate, critical patch compliance, and corrective action closure. 1. Anchor outcome Start with the business process the…
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